Client Service Representative

2 days ago


Smyrna, United States ICONMA Full time

Our Client, a Property and Casualty Insurance company, is looking for a Client Service Representative for their Smyrna, GA/Hybrid location. Responsibilities: Be part of an exciting, fast-paced team working directly with customers to provide live technical support by phone, email, and chat. You will serve as a key point of communication between our customers and our engineering and management teams, as well as with service providers we partner with. You will be trained on Stream Labs products, services, software, mobile apps, and processes, as well as general plumbing knowledge, and will be trained and coached through proper communications techniques, scripts, and business processes related to Customer Support. Answer incoming customer phone calls and email Respond to missed calls and contact customers in a timely manner Troubleshoot inbound customer technical issues (App-based questions, product issues, installation-related questions) Capture customer feedback, issue type, and resolution in CRM system Work with customer and internal technical and engineering teams on product or service escalations Initiate and enter Return Material Authorizations when appropriate Requirements: High school diploma or GED certificate; associate degree preferred Ability to prioritize tasks and work on multiple simultaneous projects Technical proficiency with Wi-Fi, device pairing, smart phone apps Very Familiar with Internet of Things (IoT) technologies, preferably including cellular gateways, hotspots, and LoRaWAN devices or equivalent Experience using Customer Relationship Management (CRM) software Experience using Enterprise Resouce Planning (ERP) software Ability to speak clearly, articulately, and grammatically correctly Experience with Microsoft office 365 Excellent written and verbal communication and documentation skills Familiarity with ZenDesk / Autotask / EPICOR P21 Why Should You Apply? Health Benefits Referral Program Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.



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